TRUSTID

JANUARY 20, 2019

Each year, contact center managers do what they can to save money and improve the customer experience. In 2017 alone, it was estimated that the overall cost of agent-handled security and identification checking was $8 billion. Instead of working harder by deploying additional services to an already comprehensive call center operation, working smarter can potentially save thousands by reevaluating the way they currently do things to create a frictionless and more cost-effective telephone environm

Interactive Voice Response 57

Interactive Voice Response Contact Center Call Center Best practices 57

Infinity

JANUARY 20, 2019

This is a guest post provided by our partners at Peaky Digital. Why should agencies use call tracking? Your client may already consider call tracking an integral part of their marketing. Or maybe they need some persuading. Either way, the onus is on you as an agency to recommend an established call tracking solution to solve both parties’ problems. At Peaky Digital, call tracking plays a central role in all of our marketing activities.

Sales 58

Sales Analytics Marketing Accountability 58

Spearline

JANUARY 20, 2019

According to callcenterhelper.com's recent report ‘What Contact Centres Are Doing Right Now’ , the migration from on-premises infrastructure to cloud solutions is well underway, with more than 60% of survey respondents indicating they are on the journey, or have arrived. Let’s have a look at this, and some of the other findings from the report.

Cloud contact 40

Cloud contact Call flow Benchmark Surveys 40

Help Scout

JANUARY 20, 2019

You might have read about Support-Driven Growth (SDG) and wondered to yourself, “How do I get in on that action?!” I was once that person, too. I started at Help Scout on our Customers team, and recently I moved into a Support-Driven Growth role. Today I’m here to dish out some insights on what it’s like to work in SDG, and to share some ways you can start to shape your own role toward something similar.

Coaching 40

Coaching Scripts Personalization Consulting 40

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Fenero

JANUARY 20, 2019

By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why.

Call Center 8

Call Center Morale Automotive Metrics 8